Managing Defects and Fixes

This chapter provides an overview of defect and fix tracking and discusses how to:

Enter defects.
Record fixes and link them to defects.

Understanding Defect and Fix Tracking

Flaws and functional shortcomings can occur in all products. Within PeopleSoft Quality Management, both product flaws and proposed enhancements are defects, and resolutions to both are fixes.

Use PeopleSoft Quality Management to track reported defects and enhancement requests and to record how requests are resolved. Automated worklist assignments and notifications move the defect through the resolution process. Managers, engineers, call center operators, and others can use the search tool to quickly identify and access records.

Use PeopleSoft Quality Management to:

Identify defects associated with particular products or components.
Monitor the progress of defects as they move forward to resolution.
Advise support personnel and customers about fixes that have not yet been applied.
Identify component problems affecting multiple products or versions.
Log product enhancement requests made by customers and quality assurance engineers.
Monitor requirements for quality certification processes such as ISO 9000.
Measure product quality, identify defect trends, and assess customer satisfaction.

You can maintain a record of fixes to facilitate quick resolutions to similar defects and related cases. Use the record of fixes to:

Reduce the possibility of fixing the same problem twice.
Provide links to other defect records and quickly identify similar problems.
Provide a detailed history of when a defect was fixed, the effort involved, and the versions affected.

Entering Defects

This section discusses how to:

Define defects.
Add notes and attachments to a defect.
Link defects to fixes.
Work with solutions.
Identify affected products.
Add interested parties.
Link related cases and change requests.
View related defects.
Link related defects.
Identify tested environments.
View workflow history.

Pages Used to Enter Defects

Page Name	Object Name	Navigation	Usage
Quality Management - Defect	RQ_DEFECT_MAIN	Quality Management, Add Defect, Defect Quality Management, Search Defects, Defect	Enter detailed information about the defect, product, responsible parties, interested parties, environment, and defect resolution.
Quality Management - Notes	RQ_DEFECT_NOTE	Quality Management, Add Defect, Notes Quality Management, Search Defects, Notes	Add notes and attachments to a defect, forward notes to other parties on an ad hoc basis, and generate ad hoc email messages.
Quality Management - Fixes	RQ_DEFECT_FIX_LNKS	Quality Management, Add Defect, Fixes Quality Management, Search Defects, Fixes	Link new or existing fixes to a defect.
Quality Management - Solutions	RQ_DEFECT_SOL_LNK2	Quality Management, Add Defect, Solutions Quality Management, Search Defects, Solutions	Search for solutions to the defect or problem.
Quality Management - Products Affected	RQ_DEFECT_AFFD_PRD	Quality Management, Add Defect, Products Affected Quality Management, Search Defects, Products Affected	Identify and enter information about additional products that are affected by the defect. You can list multiple products.
Quality Management - Interested Parties	RQ_DEFECT_INTR	Quality Management, Add Defect, Interested Parties Quality Management, Search Defects, Interested Parties	Identify people who want to be notified regarding defect resolution progress.
Quality Management - Related Actions	RQ_DEF_CASE_LNK	Quality Management, Add Defect, Related Actions Quality Management, Search Defects, Related Actions	Link the defect to related support or help desk cases.
Quality Management - Related Defects	RQ_DEF_RELATIONS	Quality Management, Add Defect, Related Defects Quality Management, Search Defects, Related Defects	View information about related defects, associate defects that can be resolved by the same fix, and identify defects that must be resolved in a particular sequence.
Relate Existing Defect - Relationship	RQ_REL_TYPE_SEC	Quality Management, Add Defect, Related Defects.Click the Relate Existing Defect button. Quality Management, Search DefectsClick the Relate Existing Defect button.	Specify how defects are related to one another.
Quality Management - Tested Environments	RQ_DEFECT_TEST_ENV	Quality Management, Add Defect, Tested Environments Quality Management, Search Defects, Tested Environments	Identify and enter information about the environments in which the defect will be tested.
Quality Management - Workflow History	RQ_WL_ACTN_HISTORY	Quality Management, Add Defect, Workflow History Quality Management, Search Defects, Workflow History	View workflow status and priority history resulting from worklist notifications.

Defining Defects

Access the Quality Management - Defect page.

The Quality Management - Defect page contains information relevant to problem reporting and resolution. As the defect moves through to the resolution process, you can track its status on this page.

Defect Information

Date Reported	Enter the date on which the defect or enhancement request is reported.
Reported By	Select the name of the person reporting the defect or enhancement request. The name of the user who opened the defect issue appears by default.
Type	Select a type. Values are: Defect: Relates to a problem or malfunction. The standard response to a defect is a fix. Enhancement: Relates to a request for new functionality. The standard response to this request is an enhancement.
Subject	Enter details about the defect being reported.
Status	Select the status of the defect or enhancement request. PeopleSoft delivers Open and Closed. You can define other options during setup.
State	Select a state that more fully describes your status selection. The system delivers several options. You can change these options or define others during setup. Available states are dynamic depending on the selected status.
Reason	Select a reason that further describes the status and state selections. Available reasons are dynamic depending on the selected status and state.
Priority	Select a priority for the defect. PeopleSoft deliversHigh, Low, and Medium with the system.
Severity	Select the severity of the defect. PeopleSoft deliversHigh, Low, and Medium with the system.
Duplicate of	If similar defect or enhancement requests already exist, select the principal defect here to designate the current defect as a duplicate of the principal defect. For example, if, after creating a new defect record, you find that a defect has already been reported but not described in quite the same way, specify the current record as a duplicate of the previous record and change the status of the current record to closed.

Product Information

Product	Select the product to which the defect or enhancement request relates. Note. Only products with a valid version definition, established in PeopleSoft Quality Management setup, appear in the search. If a product does not appear, a version for that product must be established in setup.
Production ID	Select the appropriate production ID for your product selection. Only IDs linked to the selected product appear through this search. When you select a valid production ID, the system automatically fills in the version in the Version field.
Version	Once a user selects a production ID, the system automatically displays the version label.
Component ID	Click the Component Hierarchy button to access the Component Descriptions page and select the appropriate component.
Symptom	Select a symptom that may have alerted you to the defect. Define symptoms in PeopleSoft Quality Management setup.
Product Impact	Describe the impact of the defect on your component. Values are: Affected - Use Workaround, Degraded, Unaffected, and Unusable.
Phase	Select the production phase in which the product failure or enhancement request occurred. Values are: Alpha, Analysis/Design, Beta, Concept, Implementation, Maintenance, Production, Requirements, and Retirement.
Suspect. Cause (suspected cause)	Select a suspected cause of the defect. Define suspected causes in PeopleSoft Quality Management setup.
Repeatability	Select the regularity with which the failure can be reproduced. Values are: Intermittent, One time occurrence, Recurring, and Reproducible.

Responsible Parties

Responsible parties are those who take the lead for one or more steps in the defect resolution process and are linked to the product version definition during version setup. These values are automatically populated when a user selects the product version. You can add or delete responsible parties as needed.

You can use information about responsible parties to control search functions and role-related workflow. To modify workflow processing use AAF policies.

Currently assigned to this defect

Select this option to indicate who is responsible for the defect's progress at any point. For example, if the current state of the defect resolution is To Test, the person assigned would be the quality analyst. When defined, the system sends workflow messages as the status is changed and saved.

Note. Selecting an assignment is a manual process. You can select only one name as the responsible party at any point. As the defect-resolution process progresses, the responsible party changes.

Add a Responsible Party

Click to add a new row to the Responsible Parties grid.

Environment

This section is used primarily for software problems.

OS (operating system)	Select the operating system of the environment in which the product failed if it is not automatically populated, or to modify operating system information.
Label	Enter the environment information that is linked to the version during version setup. Note. If there are multiple environment sets linked to a version, the Select an Environment button appears. Also, if only one environment exists that is linked to the versions, the system automatically inserts values into the fields on the page.
Platform	Select the type of computer on which the defect was found. Do this only if the system does not automatically populate this field or if you want to modify platform information.
OS Version (operating system version)	Enter the version of the environment in which the product failed if it is not automatically populated, or to modify operating system information.
UI (user interface)	Select the type of user interface through which the defect was found. Do this only if the system does not automatically populate this field or if you want to modify user interface information.
Environment	Select the database management environment in which the defect was found. Do this only if the system does not automatically populate this field or if you want to modify environment information.
Network	Select the type of network on which the defect was found. Do this only if the system does not automatically populate this field or if you want to modify network information.

Adding Notes and Attachments to a Defect

Access the Quality Management - Notes page.

The process of adding notes and attachments is similar across all PeopleSoft applications. For instructions on adding notes and attachments, refer to this PeopleBook:

See Working with Notes and Attachments.

Linking Defects to Fixes

Access the Quality Management - Fixes page.

As fixes are implemented to resolve the defect, use the Quality Management - Fixes page to both create a fix and link the defect to the fix. This provides an immediate link to all fixes that resolve the defect in full or in part. Alternately, link the defect to the fix using the Quality Management - Defects page in the Fix component. Having fix information linked to a defect record enables call center operators to refer customers to available fixes that might not have been installed.

Subject

Displays the subject description associated with the fixes linked to this defect. The system populates this field with the subject information that you entered on the Quality Management - Fix page in the Fix component.

Working with Solutions

Access the Quality Management - Solutions page.

PeopleSoft CRM call center, field service and quality management applications enable you to track both the final solution—the one that resolved the caller's problem—and other solutions that were considered. By tracking all solution usage, you capture valuable information about the effectiveness of your solution set.

See Using Solutions.

Identifying Affected Products

Access the Quality Management - Products Affected page.

Complete this page if this defect or enhancement affects other products or components. For example, if you have a product that more than one appliance uses, use this page to list all appliances that contain the product.

Product	Select the product in which the defect is found.
Product ID	Once you select a product, the system displays the product ID.
Production ID	Select the appropriate production ID for your product selection. Only IDs linked to the selected product appear through this search.
Version	Once you select a production ID, the system displays the version label.
Component ID	Select the appropriate component for this product and version.
Name	Select the name of the person who found the defect.
Test Status	Select the test status. Values are: Failed, Not Tested, and Passed.
Details	Describe the impact of the defect on the component.

Adding Interested Parties

Access the Quality Management - Interested Parties page.

Interested parties want to be notified regarding the defect resolution progress, but are not designated as responsible parties. Interested parties can be either employees or non-employees—for example, customers. As with responsible parties, information pertaining to interested parties controls role-related workflow.

Linking Related Cases and Change Requests

Access the Quality Management - Related Actions page.

Linking a defect to related cases enables call center agents to track a defect throughout the resolution process and to track cases that can be resolved by the same fix. This also enables quality assurance analysts to gain additional information about a case.

Type	Displays the type of related action.
ID	Displays the ID of the related action.
Summary	Displays the details of the action.
Date and Time Added	Displays the date and time when the action and the defect were linked.
Added By	Displays the name of the person who linked the action to the defect.
Type	Select the type of action to relate. Values include Case, Change Request, and Create Change Request. Selecting Create Change Request and clicking the Add Related Action button takes you to the Change Request page.

Viewing Related Defects

Access the Quality Management - Related Defects page.

Use the Quality Management - Related Defects page to view other defects that have been linked to the subject defect. Also, link new defects by clicking the Relate a Defect button.

Relate a Defect

Click to access the Relate Existing Defect page and link an existing defect record to the new defect.

Linking Related Defects

Access the Relate Existing Defect page.

Linking related defects shows how a defect affects or is affected by other defects. For example, the hard drives on the new computer model that you are building can't be accessed. The floppy drives on the new model can't be accessed either. As the engineers study the problems, they find that the controller module on the motherboard is designed incorrectly and is responsible for the drive problems. The engineers enter a third defect record and link the two drive defect records as children to the motherboard defect.

Relationship Type

Select the appropriate relationship type to describe the relationship between the defects. You define relationship types in setup. PeopleSoft provides sample values. You can change them or add new values to fit your needs. Also, select the labels that describe the role of each defect in the relationship.

For example, use a relationship type of Common to indicate that a defect in one component causes a defect in another component. In this example, the defect in the first component that causes the problem in the second component is the Parent, while the second defect is the Child. If problems in two or more components are caused by the same defect but there is not a parent and child relationship, the relationship type is Equivalent and all linked defects are Equal.

Note. All relationship-type labels that are established under a particular setID appear. However, you can select and save labels appropriate to the specified relationship type only.

Identifying Tested Environments

Access the Quality Management - Tested Environments page.

For software defects, it is important to know which environments the defects occurred in. Enter details about as many environment combinations as needed.

Environment Label	Enter a name to identify the tested database management system environment.
Type	Select an environment type, which relates to reproduction status. Values are: Not Reproduced, Partially Reproduced, and Reproduced.
OS (operating system) and OS Version (operating system version)	Select or enter the operating system and version of the test environment.
Environment	Select the database management system environment in which the test component resides.
Platform	Select the computer processor type.
Network	Select the type of network on which users utilize the product.
UI (user interface)	Select the type of user interface through which users access the component.
Name	Select the person who conducted the testing in the stated environment.
Description	Describe the testing environment or the tests that were conducted.

Viewing Workflow History

Access the Quality Management - Workflow History page.

The Worklist Routing History grid displays a record of all workflow related to defect record status changes.

Date/Time	Displays the date and time when a worklist notification was saved.
From User and To User	Displays the users who triggered and received the worklist notification.
Priority, Status, and State	Displays the priority code, status, and status state of the defect when the worklist notification was saved.
Refresh Grid	Click to reflect recent changes to workflow history.

Recording Fixes and Linking Them to Defects

This section discusses how to:

Enter and update fix information.
Link defects to fixes.
Add notes and attachments to a fix.

Pages Used to Record Fixes and Link Them to Defects

Page Name	Object Name	Navigation	Usage
Quality Management - Fix	RQ_FIX_MAIN	Quality Management, Add Fix, Fix Quality Management, Search Fixes, Fix	Enter and update detailed information about a fix.
Quality Management - Defects	RQ_FIX_DEFECT_LNKS	Quality Management, Add Fix, Defects Quality Management, Search Fixes, Defects	Link defects with fixes. You can link multiple defects to a single fix.
Quality Management - Notes	RQ_FIX_NOTE	Quality Management, Add Fix, Notes Quality Management, Search Fixes, Notes	Add notes and attachments to a fix, forward notes to other parties on an ad hoc basis, and generate ad hoc email messages.

Entering and Updating Fix Information

Access the Quality Management - Fix page.

Subject

Enter a brief description of the fix.

Completed By

Select the person who completed the fix.

Test Status

Select the testing status of the fix. Values are: Failed, In Progress, Partially Passed, Passed, and Pending.

Fix Time (Hrs. Mins) (fix time [hours and minutes])

Enter the approximate time required to complete the fix.

Complexity

Select the level of fix complexity. Values are: Easy, Medium, Trivial, and Very Complex.

Confidence

Select the level of confidence in the fix. Values are: High, Low, and Medium.

Product

Select the product to which the fix applies.

Verified By

Select the name of the person who verified that the fix was successful.

Production ID

Select the appropriate production ID for your product selection. Only IDs linked to the selected product appear through this search.

Version

Once you select a production ID, the system automatically displays the version label.

Component ID

Select the component for which the fix applies.

Verified On

Select the date of the verification.

First Found In

Select the product version in which the defect was first reported.

Fixed In

Select the product version in which the fix was first successfully applied.

Verified In

Select the product version in which the fix was first successfully tested.

Note. Several of the fields on this page enable you to distinguish between product versions. For example, a flaw in a piece of software code might be introduced into a program in one version (the Production ID field) but not discovered until a later version (the First Found In field). That same flaw might not be fixed until an even later version (the Fixed In field) is issued. By noting the program version in which the problem was introduced, you know to provide the fix to customers who are still using earlier versions.

Linking Defects to Fixes

Access the Quality Management - Defects page.

As fixes are implemented, use the Defects page to link the fix to one or more defects. This provides an immediate link to all reported defects resolved in full or in part by the fix. Alternately, you can link the fix to the defect using the Fixes page in the Defects component.

Subject	Displays the subject of the selected defect.
Add a Link to Defect	Click to add a new row to the Defects Linked To This Fix grid.

Adding Notes and Attachments to a Fix

Access the Quality Management - Notes (Fix) page.

The process of adding notes and attachments is similar across all PeopleSoft applications. For instructions on adding notes and attachments, refer to this PeopleBook.

See Working with Notes and Attachments.

Subject	Enter a brief description of the fix.
Completed By	Select the person who completed the fix.
Test Status	Select the testing status of the fix. Values are: Failed, In Progress, Partially Passed, Passed, and Pending.
Fix Time (Hrs. Mins) (fix time [hours and minutes])	Enter the approximate time required to complete the fix.
Complexity	Select the level of fix complexity. Values are: Easy, Medium, Trivial, and Very Complex.
Confidence	Select the level of confidence in the fix. Values are: High, Low, and Medium.
Product	Select the product to which the fix applies.
Verified By	Select the name of the person who verified that the fix was successful.
Production ID	Select the appropriate production ID for your product selection. Only IDs linked to the selected product appear through this search.
Version	Once you select a production ID, the system automatically displays the version label.
Component ID	Select the component for which the fix applies.
Verified On	Select the date of the verification.
First Found In	Select the product version in which the defect was first reported.
Fixed In	Select the product version in which the fix was first successfully applied.
Verified In	Select the product version in which the fix was first successfully tested.